Hi all! So glad this community exists, I just joined!

My team and I are putting together a process where:

1. Respondents are invited to survey via email
2. If they say in their survey response that they’d like a call-back from us, then
3. The workflow generates a ticket that we then follow-up on

At the basic level, it’s pretty straightforward: We’ve already built our ticket team and assigned members to it. Currently, the ticket is assigned to the whole team, and then I go in and manually assign it to one of the team members. 

However, we’d like to scale this process up, and have the tickets automatically assign to team members based on embedded data. This embedded data already exists in Qualtrics, and we know how to tell Qualtrics to automatically assign based on that embedded data.

Our question, however, is how do we scale that up, so that 

1. It automatically assigns to the one, specific member on the team, but
2. The rest of us still receive notification of it (so that we don’t miss any tickets if the assigned person is OOO or something)
3. If possible, I don’t have to create a workflow and ticket for each and every single person we’d like to have tickets assigned to

So far, when I set up the workflow to only assign to the one person, the rest of us don’t receive notification that there’s a ticket. Sure, I can open the current tickets myself and look to see if there’s something new, but we’d like to be able to receive the notification email that Qualtrics sends out (and ideally, that it has been assigned to the person it should be).

I’ve looked into the ticket forwarding, but that seems to only allow the ticket to be forwarded to one, specific person? And we’d still like the rest of the team to receive the email notification. 

We were wondering, and this may not be the solution to the above, if there’s something like a nested team structure where there’s the whole ticketing team overall, then subgroups whose members can be the embedded data ticket-assignee. 

Does anyone have thoughts and/or suggestions? 

We’re trying to automate where we can but we know there’s a bit of setup to something like this!